Senior Customer Support Manager


Cambridge, GB


Job Title: Senior Customer Support Manager 

Contract: Permanent 

Salary: £39,702 - £45,000

Location: Cambridge 


What it’s about  

We have an opportunity for a technically minded Customer Support manager to join the Cambridge English Customer Services department, overseeing the work of our team of highly skilled Application Support Technicians. With team members based in both Cambridge and Manila, you will ensure that customers receive the support they need when they need it, often for critical issues that need urgent resolution.  


The remit of this role spans the range of Cambridge English product groups and their associated systems, so there will be the need to balance the needs of multiple customer groups and internal stakeholders. You will also play a key role in the planning and execution of the customer support team’s strategy and objectives as a member of the department’s management team.  


What you’ll be doing  

In this varied role your responsibilities will include: 

  • Managing a team of technicians providing 24/7 support to customers using Cambridge English’s range of software systems and web sites / web applications 

  • Work alongside Product Owners to provide regular feedback and insight into the customer experience and to inform future developments

  • Planning staffing levels across the year using support-related data and other business metrics to ensure coverage levels are maintained and SLAs are met even during peak periods of activity 

  • Demonstrating a mentality of continuous improvement and innovation when it comes to the processes, systems and tools used to provide customer support to ensure the optimal combination of efficiency, customer service and cost control

  • As a member of the department’s management team, actively contribute to the leadership, strategy and direction and of the wider Customer Support department


What we’re looking for 

You will be an accomplished people manager who can demonstrate a track record of motivating and inspiring a team of customer service professionals. You will be able to demonstrate a deep understanding of the methodologies used in the support industry and give examples of how you have put these into practice during your career.  


This is a Customer Support role with a technical element, so whilst a solid background in and understanding of modern software and technology is preferred, equally important is your drive and desire to get it right for the customer and your ability to inspire others to do the same. 



  • Educated to degree level or able to evidence equivalent, multi-year experience in a customer support management position. 



  • Significant people leadership skills and the ability to motivate staff at a variety of levels from junior positions to fellow managers 

  • High level of technical expertise that enables you to speak with credibility and gravitas when dealing with issues of a technical nature with suppliers, IT partners and development teams 

  • Sound understanding of support related metrics, SLAs, KPIs and methodologies, and the ability to produce and present sets of data quantifying performance against these 



  • Several years working in a technical support or customer service environment at a management level 

  • Extensive experience of managing large and flexible teams of staff, including those based overseas. 



  • Demonstrate integrity, honesty and empathy in all aspects of your work 

  • Role model the core Cambridge Assessment values 

  • Take responsibility for tasks assigned to them and the team; support colleagues in delivering against their tasks 


Who we are  

Cambridge Assessment English is a part of Cambridge Assessment, a department of the University of Cambridge. We are the global leader in English language assessment. We help people learn English and prove their skills to the world. We provide exams in English for speakers of other languages taken by over 5 million candidates worldwide each year, as well as the leading range of qualifications for language teachers. 


This is an excellent opportunity to join a market leader and be rewarded with valuable learning opportunities, a competitive salary and benefits. 



In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work: 


  • Generous contributory pension 

  • 28 days annual leave, plus bank holidays  

  • Annual performance related bonus and increases (discretionary)  

  • Enhanced maternity/paternity pay  

  • Employee discount and cash back scheme at 2,500 retailers  

  • Cycle scheme  

  • Season Ticket Loan 

  • Subsidised staff restaurants 

  • Support for professional qualifications 

  • Discounted access to the University of Cambridge Sport Centre, along with various other local gyms. 


We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone’s contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 22/06/2021 and interviews will be held in early July.


If you’re successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.


The University of Cambridge will be bringing together its publishing and assessment operations to create a single organisation from 1 August 2021. Cambridge University Press and Cambridge Assessment publish and create world-leading content and examinations that are used across more than 170 countries.


The move is in response to a growing desire from learners, teachers and researchers to engage with Cambridge in a joined up digital way, and the demand for innovative products that combine expertise in learning and assessment. The new organisation will have the capabilities to provide world leading assessment, learning and academic research offerings globally, under the Cambridge brand and backed by first class teaching and research departments.


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